3/8/2016. Speak Up! Listen Up! Embracing Effective Communication Skills to Drive Safety Excellence. Zach Knoop
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1 Speak Up! Listen Up! Embracing Effective Communication Skills to Drive Safety Excellence Zach Knoop 1
2 WELCOME AND INTRODUCTIONS Safety Considerations Caterpillar Safety Services Who are you and who am I Participation and Fun Communication Skills That Drive Performance Building trust through effective feedback and listening Develop a positive safety culture by recognizing what people do right! 2
3 Why Incidents Occur: Conditions or Behaviors? Risky Behaviors 90% What percentage of incidents occur based on conditions vs. behaviors? AT-RISK BEHAVIOR INCIDENT Why Incidents Happen? CULTURE Root Causes NORMS ATTITUDES BELIEFS IDEAS AT-RISK BEHAVIOR INCIDENT 3
4 PROGRAM OBJECTIVES PART 1: SPEAK UP Participants who complete this program will be able to... Recognize the normal fears and excuses that keep them from speaking up when they see unsafe behavior. Apply three simple steps to give feedback: - Ask if you can talk about the situation. - Get a Commitment to work more safely. - Follow up with the person to see that he/she is working safely. 4
5 Giving safety feedback means... Expressing direct concern about another person s unsafe behavior. Giving feedback is... Expressing your concern for another person s behavior because it affects: That person s safety Your safety Other people s safety Anyone, at any level, reinforcing a safe work culture with everyone they see. 5
6 Why Should I Give Feedback? My speaking up may prevent an injury or accident. We all should feel obligated to give honest feedback whenever safety is at stake. People may assume their unsafe actions are acceptable if nobody tells them otherwise. WHAT PREVENTS PEOPLE FROM SPEAKING UP? 6
7 VIDEO REVIEW Speak Up! Video Reasons for not speaking up Three steps to giving feedback DISCUSS Comments? Share a situation when you observed an unsafe behavior. Explain what you did about it. 7
8 Responsibility and Respect Feedback is about respect for yourself and others. We re not responsible for how the other person reacts. Three Steps of Giving Feedback Find out why they are doing what they are doing. Ask if you can share your concerns. Ask Commit Work together to find a safer way. Ask them to make a commitment to work safely. Check to make sure they are working safely. Don t give up if they are not. Give positive feedback tell them if they re doing it right. Follow up 8
9 Let s Review Feedback is... Willingness to express your concern honestly. Your concern for another affects... Their safety, your safety and other employees safety. Three steps to speaking up Ask 2. Get a Commitment 3. Follow up PART 2: LISTEN UP PROGRAM OBJECTIVES Participants who complete this program will be able to... Identify their normal response to feedback. Apply two simple steps when responding to safety feedback: - Listen: Focus on the message. - Commit: Agree on a safer way. 9
10 Getting safety feedback means... What I m doing is creating a danger to myself or someone else. Somebody cares enough about me to Speak Up! I need to Listen Up! and change what I m doing. WHAT PREVENTS PEOPLE FROM RECEIVING MESSAGES? 10
11 Feedback Response Styles Passive Assertive Aggressive Avoid conflict Value conflict Escalate conflict Resist pacify Open discuss Resist defend/attack Why did I bother? That was productive I m scared of him/her! VIDEO REVIEW Listen Up! Video Spot the various feedback response styles. Look for the steps we should follow in receiving feedback. 11
12 DISCUSS Feedback response style of: Paul (rough terrain forklift) Josh (LO/TO) Carl (Grinder) Two Steps of Receiving Feedback Listen Focus on the message. Get to the facts. Ask questions if needed. Commit Agree on a safer way. Make the commitment. Follow it up. 12
13 Our First Response is to Listen Listen Focus on the message. Get to the facts. Ask questions if needed. Commit Agree on a safer way. Make the commitment. Follow it up. But it Wasn t Presented Constructively Get past your feelings get to the facts about what s being said. 13
14 Feedback Responsibility The other person is only responsible to give us the feedback. We are responsible for... Our own feelings How we choose to respond Don t Let Feelings Get in the Way It s normal to feel like we re being challenged when someone corrects our behavior. Feedback can sound and feel like criticism. Remember feedback really means someone cares enough about you (and about safety) to speak up! 14
15 Ask Questions If you re not clear on something, ask... Explore... Don t attack. Who are you to tell me...? Why don t you mind your own business? Commit to Work Safely Listen Focus on the message. Get to the facts. Ask questions if needed. Commit Agree on a safer way. Make the commitment. Follow it up. 15
16 Safety Feedback is Important Some feedback you can ignore. But not when it s about safety. If someone cares enough to speak up and warn you, listen up. Two Steps of Receiving Feedback Listen Focus on the message. Get to the facts. Ask questions if needed. ATTITUDES: Appreciation, Tolerance Commit Agree on a safer way. Make the commitment. Follow it up. 16
17 LET S REVIEW Feedback is... Concern for your safety Two Steps to Listening Up... Listen Commit One Underlying Key... Attitude CAT, CATERPILLAR, ZIP, their respective logos, Caterpillar Yellow and the POWER EDGE trade dress, as well as corporate and product identity used herein, are trademarks of Caterpillar and may not be used without permission. 17
18 THANK YOU FOR YOUR TIME! For more information, contact: Zach Knoop, Senior Safety Consultant Phone: CAT, CATERPILLAR, ZIP, their respective logos, Caterpillar Yellow and the POWER EDGE trade dress, as well as corporate and product identity used herein, are trademarks of Caterpillar and may not be used without permission. 18
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